CX Award - Entry Guide 2026 (Final) - Flipbook - Page 8
THE FIVE CORE SECTIONS
Please address and evidence each of these five core areas in your submission.
CX STRATEGY AND LEADERSHIP
1
Evidence may include:
CX strategy or customer/colleague strategy, including
mission, vision, service promise and cultural values.
Governance model showing roles, accountability and
decision-making for CX.
Leadership behaviours: how CX values are led from
the top, embedded through training, operating
procedures, and recognition/reward schemes.
Strategic partnerships between owner, occupier,
managing agent and service partners.
CX-related awards, accreditations or recognition
achieved.
CX DELIVERY AND EXPERIENCE DESIGN
2
8
Evidence may include:
Description of the CX delivery model (front and back of
house).
Adaptability to changing customer expectations and
post-pandemic working patterns.
Personalised service for different user groups
(occupiers, employees, visitors, community).
Use of customer insight, journey mapping, and
customer-centric process design.
How technology is enabling improvements in customer
experience.
Innovation case studies.
Amenities, activations and services that enhance
productivity and experience
BCO Customer Experience Award 2026
